Our complaints handling policy

Complaints should be addressed to:

Beverley Burlison
Email: sales@abbey-garagedoors.co.uk
Telephone: 01642 610 710

Abbey Garage Doors
Unit 2, Clayton Court,
Bowesfield Crescent,
Stockton, Cleveland,
TS18 3QX

This is our trading and registered address.

Call us first

In the first instance we’d very much appreciate a call to explore and discuss your issue with a view to a better understanding and what options there are to reach a satisfactory and fair resolution for you and for Abbey Garage Doors. You can, of course, write or email us with your complaint. Please provide as much detail as you can to help us address the issue, however we may need to contact you or arrange a visit to assess the detail of your complaint and the options for resolution.

When making contact, please have available any invoices and reference numbers so we can quickly locate your customer file.

We’ll ensure our best efforts are applied and that we take all reasonable actions to address your complaint.

When will we respond?

We’ll endeavour to respond to a complaint within two working days. If we’re waiting for information
to progress things, for example, from the door’s manufacturer, we’ll let you know and the timescales we’re expecting to be able to respond to you. We won’t drag our feet and work to resolve things a quickly as possible.

Trade Body Mediation

We’re members of the Door and Hardware Federation (dhf). The dhf is a not-for-profit trade association for companies associated with Locks & Building Hardware; Doorsets; Industrial Doors & Shutters; Domestic
Garage Doors and Automated Gates. As a dhf member company and as a condition of dhf membership, we have agree to co-operate in the dhf’s Dispute Resolution process, should the need arise for arbitration if you don’t feel we’ve met your complaint satisfactorily.